Hello Sarah, We're genuinely sorry to hear how frustrating this experience has been for you. We understand how disappointing delays and lack of clarity can be—especially over the holiday period—and we sincerely apologise for the inconvenience caused. To clarify, your order was cancelled on 21st January after we became aware of your request via your Trustpilot review. At that point, the refund was initiated, but it was unfortunately blocked due to an open chargeback with your card provider. We sent an email on 29th January explaining this, but we did not receive a response from you. We're very sorry that earlier emails from you may not have reached us as intended. We've only been able to locate correspondence related to a discount code and editing your order. That said, we’re not disputing your efforts, and we’re sorry for the lack of timely resolution. We absolutely take your feedback seriously and are reviewing how we handle order issues and communication to ensure a smoother process in future. Kind regards, Mrs. Alice Customer Care

Im in the same boat. I ordered in Nov 2024.Inaccurate website updates, customer service often Ai response or apologies, for delay. Dispatch dates, moved feom Jan 20th, March now April. If product not available then say so. Awaiting refund or else will get credit card reversal. Im sure if itwms available in uk warehouse then fine but if coming from USA say so. 4months,genuiniely unreasonable